Stefanini North America and APAC | Voice Engineer | wilmington, nc
3 weeks ago
Responsibilities:
• Perform Telecommunications administration tasks as needed.
• Handle incident and service request escalations while resolving within agreed Service Level Agreements.
• Provide advanced level support and coordinate resources to assess and resolve outage level incidents.
• Perform in-depth postmortem root cause analysis of resolved incidents.
• Participate in performing change activities while following change management procedures.
• Oversee change management activities and coordinate resources to prevent business impact.
• Provide remote and onsite afterhours support as needed.
• Collaborate with business teams on projects, including M&A work and occasionally travel if required.
• Participate in user acceptance testing of new technology.
• Build knowledge management through creating knowledge articles and presentation sessions.
Required skills:
• Knowledge and understanding of telephony and voice systems.
• Knowledge in Cisco Call Manager, Unity, and Voice Gateways mandatory.
• Knowledge in Cisco Contact Center Enterprise / Express systems is a plus.
• Knowledge in IPC Turret Systems is a plus.
• Knowledge in Verint Recording Platforms is a plus.
• Ability to function in a fast-paced organization.
• Strongly motivated, willingness to tackle issues and eager to learn.
• Strong analytical and troubleshooting skills accompanying creative thinking to solve problems and accomplish goals.
• Expertise in end user interaction, able to manage expectations with ability to establish trust and confidence.
• Experience working with other business groups and vendors to resolve telephony related issues.
• Experience working with carriers to resolve circuit related issues.
• Experience participating in project work requiring collaboration with other business groups or vendors.
• Familiarity with change management processes.
• Experience using Microsoft Office products.
• 5 plus years of experience working with Cisco IP Telephone Systems.
• Strong written and verbal communication skills.
• Previous experience in financial services is a plus.
• College Degree preferred, comparable technical degree or equivalent experience.
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